As Tech Hub Shift Lead, you will manage a shift of IT engineers, ensuring that the team delivers exceptional customer-focused service. You’ll mentor and coach junior staff, allocate resources effectively, and monitor team performance. You’ll also create and manage key performance metrics, produce reports for executive review, and identify opportunities to improve the service we provide to clients.

Jobs In Philippines Tech Hub Shift Lead – IQ-EQ Pasig City, Philippines

Position Overview

Position: Tech Hub Shift Lead
Location: Ortigas Center, Pasig City, Philippines
Department: Technology
Contract Type: Full-time
Company: IQ-EQ

IQ-EQ is seeking a Tech Hub Shift Lead in Pasig City, Philippines. This full-time position offers the opportunity to lead and manage a dedicated team of IT professionals, ensuring efficient, customer-focused service for end users. The Tech Hub Shift Lead will drive the operational efficiency of the Tech Hub and oversee the delivery of IT services, guiding the team to meet customer satisfaction goals and supporting both day-to-day operations and strategic IT projects.

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Job Description

As a Tech Hub Shift Lead, you will:

• Lead a Shift: Manage a team of Tech Hub engineers, ensuring effective resource allocation and workload distribution.
• Customer-Focused Leadership: Motivate your shift team to deliver excellent customer service and ensure all support tickets are managed efficiently.
• Operational Oversight: Oversee day-to-day operations to ensure smooth shift performance. Develop and implement performance metrics, SLAs, and processes to improve operational outcomes.
• Performance Management: Monitor team performance, create reports, and manage individual performance to help staff meet their potential.
• Major Incident Management: Lead efforts during major incidents, troubleshooting and ensuring issues are resolved efficiently and documented for root cause analysis.
• Collaboration with Business Partners: Work with internal teams to improve IT service delivery and customer satisfaction.

Key Responsibilities

• Lead and manage a shift of Tech Hub engineers, ensuring smooth operations and a high standard of customer service.
• Mentor and coach junior team members, helping them develop skills and improve performance.
• Ensure effective resource allocation and workload distribution within the team.
• Monitor and report on team performance, creating and analyzing standard metrics.
• Identify trends and opportunities to improve service delivery through data analysis and reporting.
• Manage Major Incidents, ensuring swift resolution and clear communication during critical events.
• Collaborate with global IT functions to drive continuous improvement in service quality and customer satisfaction.
• Support strategic IT projects and contribute to their successful delivery.
• Handle escalation points for unresolved technical issues.
• Take part in ad-hoc projects and strategic initiatives as needed.
• Provide on-call support when required, ensuring team coverage at all times.

Ideal Candidate Profile

The ideal Tech Hub Shift Lead will be an experienced IT professional with a strong background in managing service desk engineers, knowledge of the ITIL framework, and a proven ability to lead teams under pressure. You will also need to be customer-focused, strategic, and comfortable working in a fast-paced, global IT environment.

Skills and Qualifications

• Experience:
  • Experience managing a team of Service Desk Engineers in a large-scale, global IT environment.
  • Exposure to ITIL best practices (ITIL Foundation certification preferred).
  • Strong background in Incident Management, with a technical role assisting in major incident response.
  • Experience working with SACM solutions and Knowledge Management systems.
  • Familiarity with the full ITIL lifecycle.
  • Ability to handle high-pressure situations and prioritize tasks effectively.
• Skills:
  • Proficient with the Office suite of products.
  • Excellent customer-facing skills and the ability to work in a customer-centric role.
  • Strong communication and leadership abilities.
  • Strategic thinker with the ability to see the big picture.
  • Ability to manage multiple competing priorities and maintain quality standards.
  • Ability to produce technical documentation and proposals.

Education and Experience

• Bachelor’s degree in IT, Computer Science, or a related field.
• ITIL Foundation certification is preferred.
• At least 3-5 years of experience in a technical service role, with at least 2 years in a leadership capacity.

Life at IQ-EQ

At IQ-EQ, we offer a diverse, inclusive work environment focused on professional and personal growth. With a strong emphasis on continuous learning and development, we provide our employees with the tools and opportunities needed to succeed. As part of a global organization, you’ll be part of an international network that values innovation, collaboration, and customer satisfaction.

Next Steps

If you’re ready to take the next step in your career as a Tech Hub Shift Lead, apply now to join IQ-EQ and help lead a dynamic team dedicated to delivering top-tier IT service.

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